Customer Success Manager

Customer Success Manager

Mondra is a high-growth tech start-up that is delivering a food system environmental insights platform to accelerate the planets progress to NetZero carbon emissions.

The Customer Success Manager (CSM) will play a pivotal role in building and nurturing long-term relationships with customers. The CSM is responsible for ensuring customers achieve their desired outcomes by utilizing our solutions driving account growth retention and engagement. This role focuses on post-sale activities such as onboarding training adoption and fostering strategic partnerships with customers.

Responsibilities

Customer Portfolio Management:

• Lead client onboarding processes ensuring data integration training and adoption of Mondras platform to deliver time-to-value.
• Own a portfolio of key accounts driving customer satisfaction and product adoption.
• Develop long-term partnerships with clients to help them achieve their business objectives.

Revenue Uplift:

• Proactively manage accounts to increase revenue by identifying upsell or cross-sell opportunities within the existing customer base.
• Work towards quarterly revenue growth targets reviewed regularly with management.

New Opportunities:

• Identify and present new business opportunities that can be accepted by the sales team.
• Collaborate closely with the sales team to ensure smooth handoffs and support on new initiatives. Quarterly objectives will be reviewed and adjusted in alignment with management.

Churn Reduction:

• Manage contract renewals as a proactive process ensuring alignment on value delivered and supporting negotiation of uplifts or scope changes.
• Monitor customer accounts to mitigate the risk of churn.
• Focus on maintaining a low churn rate with regular reviews of retention strategies in collaboration with management.

Customer Health:

• Regularly assess and monitor the health of customer accounts using internal metrics.
• Ensure customers are satisfied engaged and achieving their goals with our solution with customer health scores reviewed quarterly.

Strategic Outputs:

• Partner closely with internal science data and product teams to deliver client outcomes and shape product development.
• Drive strategic initiatives such as co-authoring case studies white papers and joint events to demonstrate customer success stories.
• Work with the product and customer success teams to align on quarterly strategic output goals reviewed with management.

Skills

• Strong project management stakeholder engagement and knowledge of sustainability ESG and food supply chains preferred.
• 4 years of account management account execution or other relevant commercial experience in target-driven roles.
• Proven experience working in fast-paced start-up or scale-up technology companies.
• Track record of selling complex technical solutions into large enterprise organisations

Personal attributes and qualities

• Understanding of SaaS and Data Driven technologies.
• Desire to learn and be adaptable to change.
• Proactive approach.
• Solutions-oriented self-performer able to work without day-to-day supervision.
• C1 English language skills; fluency in additional European languages is beneficial.

Technical skills

• Microsoft Office with advanced knowledge of Excel PowerPoint and Word.
• Hubspot CRM experience preferrable.